SLA
(May 2005 onwards)

Notes

Before 2005 we were asked on a number of occasions why we didn't publish an SLA. The reason was that when you read the small print the amount you get back is normally very small compared to the disruption your web site/email being down would cause. 99% uptime also sounds really good until you realise that this is actually over three and a half days down-time per year! So in reality when you read the small print they are not as good as they first appear. However, we were asked so we have looked at other companies offers and based on them we decided to offer our own SLA but at 100%. But please read the following very carefully because our own SLA comes with similar restrictions.

Much much more importantly if there is a problem for whatever reason, you can rest assured that we will put 110% into resolving it as soon as possible.

This to us is much more important. Details of our SLA is as follows.

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Service Level Agreement - 100% network up-time

Virtual and dedicated hosting.
The SLA is applicable for all GOLD and above virtual and dedicated hosting packages.

Where availability to the internet of the server is less than 100% permitted in any calendar month known as "down-time". At the Customer's request, for each complete hour of qualifying service interruption in any calendar month, the customers account shall be credited for the pro-rata charges for one day of the monthly fee for the service to a maximum of 50% of the total amount payable in that month excluding any additional bandwidth prices.

COLO and Rack Space.
Customers taking ‘rack space’ have a primary and also secondary (back up) network connection , so the SLA only applies if both of these connections are unavailable at the same time. The full terms for colo/rack space will be included within your contract/agreement.

Definition of down-time.
Consists of any period where the connection to the server is unavailable to the internet for a period in excess of 5 minutes from being advised of the problem via a qualifying method (see below). This is to allow for reboots or in the case of virtual hosting to install operating system upgrades or critical updates or to restore service but is limited to three per day per server as a maximum. This SLA excludes individual services such as com objects and specific script support.

Definition.
Down-time does not include Scheduled Maintenance or any unavailability resulting from the Customer's applications, equipment, or facilities, or code. nor any 3rd party use of the Service authorized by the Customer. Other circumstances beyond our control (ie Force Majeure, war, civil disorder, industrial disputes, inclement weather, acts of central government or failure by other service providers is also excluded).

Qualifying contact methods.
In order to qualify customers must report an outage to host-it via an appropriate method which are as follows;

During office hours - phone, fax or live support chat.
Out of hours - Live support chat or out of hours support line
Claims must be made in writing within 30 days via fax or to our trading address.

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Uptime guide.